We've just launched a new tab in your Retention & Churn analytics: Customer Actions. This new view gives you clear visibility into how subscribers interact with their subscriptions- tracking skips, pauses, product swaps, and other key behaviors that impact your retention strategy.

Here’s what’s new:

• Get a view into how many subscribers skipped, changed the date or quantity of their order, swapped SKUs, and more, all over time
• See a breakdown of sources where these actions happened- from Subscription Manager to API or CSA

With Customer Actions, you now get a clearer picture of subscriber engagement.

Get Started Now

Customer Actions is available today in your Analytics dashboard. Simply go to Analytics > Retention & Churn, and access the new tab to start exploring your customer action patterns.

👉 Read more here.

We’ve enhanced Webhooks with detailed context about who or what triggered an event. Whether it’s a customer action, API call, user input, or system process, you’ll now see clear attribution for event sources. 

This update gives you full visibility into event origins to make it easier to trace changes, accelerate troubleshooting, and uncover patterns in behavior.

Here’s what’s new:

• Actor type now included (customer, API, user, system account, or system process)
• Unique identifier of who or what took the action
• Broader event coverage across most sources, with more to come in future updates

What this means for you:

• Faster troubleshooting
• Clearer audit trails
• Deeper behavioral insights

Get Started Now

This Webhooks enhancement is available today. Review the updated documentation to start leveraging the new event details.

👉 Read more here.

Prevent up to 24% of cancellations with Cancel Flows retention incentives – now configurable under our newly expanded On-Demand Incentives feature. This update consolidates Shopify discount codes and Cancel Flows incentives in one turnkey retention tool.

With On-Demand Incentives, you can create smarter, more flexible offers that keep subscribers engaged and reduce churn – all OOTB and configurable in minutes.

Here’s what’s new:

• Self-serve retention incentives – All merchants can now configure Cancel Flow retention incentives – already preventing up to 24% of cancellations for early adopters – and gaming prevention rules directly in Ordergroove.
• Unified on-demand incentives hub – Manage Shopify discount codes and Cancel Flow retention incentives in one central place.

What this means for you:

• Fight churn before, during, and after the moment of cancellation.
• Streamline incentive setup for convenience and efficiency.
• Unlock further turnkey flexibility & control.
  
  

Get Started Now

This update is now live – check it out in the Flex Incentives tab under Subscriptions. If you have questions about On-Demand Incentives or Cancel Flows, please reach out to your Ordergroove CSM or check out our KC for more details:

👉 More about On-Demand Incentives

👉 More about enhanced Cancel Flows (alpha)

We’ve upgraded your Retention & Churn Analytics page with a fresh look and a powerful new way to diagnose cancellations. 

Your new Cancellations by Source chart shows exactly where cancellations are happening across the Subscription Manager, Ordergroove’s Customer Service Agent page, as a result of discontinued products, disengaged customers, and more. This gives you clear visibility into the biggest drivers of churn, helping you quickly understand where to focus and the best action to take.

Here’s what’s new:

• See counts and %’s of canceled subscriptions for every source
• Cleaner view of subscriber and subscription cancellations raw values and rates
• Identify trends and adjust proactively to align with subscriber behavior

Get Started Now

Your upgraded Cancellation by Source chart is live–explore it now in your Ordergroove Admin or visit Understanding the Retention & Churn Analytics Tab in the Knowledge Center for more information.

When subscription orders fail due to credit card processing errors, subscribers can now manually retry their orders immediately after updating their payment information. 

This update empowers customers to resolve payment issues without contacting support, reducing friction and recovering revenue that would otherwise be lost due to involuntary churn.

Here's what's new:

• Subscribers can now see failed orders with upcoming retries directly in the Subscription Manager.
• While the order is in retry, they can update their payment method directly – saving time for both your team and the customer, with no need to contact support.
• After updating, customers will see a “Retry Now” button that lets them immediately retry the failed payment – replacing the usual “Send Now” option. If they don’t manually retry, the system will keep retrying the payment automatically based on your configured settings to maximize revenue recovery.

What this means for you:

• Recover more failed orders and recurring revenue.
• Improve the customer order retry experience.
• Reduce support tickets due to customer confusion.

Get Started Now: 

This feature is now live in the latest version of Subscription Manager (25.11.0). Customers with failed payment orders will automatically see them in their Order Processing section and can take immediate action to resolve payment issues. 

For questions around this new payment retry visibility or upgrading to the most recent Subscription Manager version, please contact our support team at help@ordergroove.com.

Need help fast? KAI, the Knowledge AI chatbot, is now in your Ordergroove Admin. Already a staple of our Help Center, KAI uses generative AI to instantly answer your questions about product features, best practices, and developer integrations – right where you work.

No more switching tabs or digging for documentation, just open KAI and get what you need, fast.

Here’s what’s new:

• In-product access: KAI is now available across key pages in the Ordergroove platform, so you can get help when and where you need it.
• Multi-source intelligence: KAI is trained on our Knowledge Center, Developer Docs, and Academy content to provide rich, accurate answers.
• Natural language support: Ask questions conversationally – KAI understands what you mean and delivers relevant guidance instantly.
• Linked resources: Get answers and direct links to deeper documentation, setup guides, and best practices.

Get started now
KAI is now live in your Ordergroove Admin, just click the chat bubble in the bottom right to ask a question. It’s still in beta and learning every day, so your feedback is incredibly valuable. Use the thumbs up/down icons in the chat to help us fine-tune responses and make KAI even more helpful.

We’ve upgraded Cancel Flows to do more than just offboard customers – now you can offer personalized alternatives like skips, swaps, and retention discounts to reduce churn. Early adopters are seeing up to 24% of churning subscribers saved, and upcoming analytics will give you full visibility into how customers move through the flow – so you can optimize every step and maximize retention.

Here’s what’s new:

• Retention discounts: Customizable discount offers that let you set specific dollar amounts or percentage off to turn potential cancellations into loyalty opportunities.
• Built-in gamification prevention: Prevent discount abuse with smart safeguards that set exclusion rules based on recent orders or days since last retention offer.
• OOTB editor: No-code flow builder with customization options to fit your brand's growth strategy and messaging.
• Enterprise-grade flexibility: Create flexible API-driven customizations to support advanced use cases and comply with unique local regulations.

What this means for you:

• Boost retention and LTV with smarter saves that focus on profitable, long-term customers.
• Stay compliant with local and federal regulations while maintaining effective retention strategies.
• Set up in minutes with no-code defaults or go fully custom with enterprise-grade APIs.

Our out-of-the-box flows are designed to align with federal and California state compliance standards. However, regulations can change and every business is different, so we recommend consulting your legal team before making any production updates.

How to get started:

All customers on the latest version of our Subscription Manager are eligible for enhanced Cancel Flows. Please reach out to our support team to set up your retention discount and gamification prevention. For questions about the alpha or upcoming analytics capabilities, please reach out to your CSM.

Lifetime Metrics are now available in Open Beta - giving you deeper visibility into subscription performance and value over time. 

By tracking both Lifetime Revenue (LTR) and Lifetime Value (LTV), you can understand not just how much recurring revenue your business generates, but how much profit that revenue actually delivers. This makes it easier to assess and optimize for sustainable, profitable growth.

Here’s what’s new:

• Personalize how you measure LTR and LTV: Input your brand’s Cost of Goods Sold (COGS) for a full view into profitability and monitor how your LTV and LTR evolves over time.
• Compare active vs. churned subscribers: View LTR and LTV breakdowns by subscriber status to identify engagement trends and retention opportunities.
• Segment subscribers by lifetime spend: Group customers into Lifetime Revenue tiers and understand how long each segment typically stays active - helping you identify your highest-value segments and tailor retention strategies accordingly.

What this means for you:

• Measure subscription program profitability
• Identify your most profitable customer segments
• Focus strategy on real growth over vanity metrics

Note: To give you a clearer view of subscriber performance, we’ve fine-tuned how we calculate LTV and LTR across our platform to include both initial and recurring orders. LTR and LTV values may change in other areas of Analytics as a result.

Get Started Now

Lifetime Metrics is now in Open Beta and available to all Ordergroove customers. Have questions, or need help inputting your COGS? Reach out to your Ordergroove CSM or submit a ticket to our Support Team here. 

We’ve upgraded all fonts in the Ordergroove Admin to Inter. This modern, screen-optimized typeface brings readability and polish to every experience. Replacing our previous combination of Soleil and Roboto reinforces a cohesive user experience.

Here’s what’s new:

• 🤝 Unified font system across all headers and body text
• 📝 Improved readability at all sizes and weights
• ⚙️ Better alignment and spacing for smoother layouts

Updated Now

The new font is now live across Ordergroove - no action needed on your part. Just sit back and enjoy the cleaner, sharper UI.

We’ve added live links for faster, easier access to Shopify records—right from Ordergroove’s Customer Service Admin (CSA).

Here’s what’s new:

• Instant customer lookups: When a subscriber’s ID comes from Shopify, their ID in Ordergroove’s CSA now links directly to their customer profile in Shopify Admin—no more copy-pasting.
• Direct order access: Each successful order shown in the Ordergroove CSA now links to the corresponding order page in Shopify Admin, so you can quickly view payment, fulfillment, and timeline details.

What this means for you:

⚡ Faster ticket handling: Jump to Shopify with a single click—no manual searches.

⏱️ Quicker resolutions: Your support team gets the details they need to resolve issues fast.

😊 Smoother workflows: Fewer tabs and less hunting keeps your team organized, efficient, and happy.

This update is now live for all Shopify merchants—no setup needed. And we’re just getting started. More CSA improvements are on the way in the second half of 2025. Have feedback? Your Ordergroove CSM or our support team would love to hear from you.

For more information, take a look at the CSA Overview in the Help Center.